Desk.com User Reviews & Pricing

Desk.com is a cloud based help desk software for small businesses. We compiled Desk.com reviews from our website and available reviews from around the web to determine what their customers think about the company. We also compared the most popular pricing options for small business owners.

Desk.com Customer Reviews

Summary of Desk.com Reviews

We scoured reviews online and found that Desk.com has generally positive ratings. Here’s what we found:

What Desk.com does well:

Users who gave Desk.com a positive review liked that it’s versatile and easy to use.

What Desk.com does not do well:

Some users who gave Desk.com a negative review thought that the reporting function could be better.

Most Helpful Positive User Review

I have been using Desk for two separate companies since 2012 and have found it to be one of the very best in terms of user friendliness, as well as its capabilities. It is very strong and

able to help us automate time rules, auto resolves, macros, etc that enable us to provide

our customers with excellent service. I cannot emphasize enough the benefits of being able to customize it like we are able!

— Sharon

Most Helpful Negative User Review

A negative review from Software Advice said that functionality is a bit lacking sometimes, and that to find solutions they had to work to achieve them in a roundabout way. They said they wished in-depth reporting could be done. They thought that what’s already there is useful, but that it would be nice to be able to customize it more.

Desk.com is a Salesforce product, however only two of the four plans mentioned above give clients the option to automatically sync data between platforms. This makes the integration more efficient as there’s no need to manually enter data.

The Starter plan is their most affordable plan and also their most limited. Chat, custom branding, history data, and reporting are not offered in this plan. There is also limited customer support with only the self service options available. All the higher three plans offer phone and email support along with the knowledge base and customer access.

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What does the company do well?Options. There are a lot of options with the use of Desk.com including designing macros, rules, integrations, content and more. You have the ability to design your “support” how you see fit.Lets you now when the site is not working properly.The delay and ability to “unsend” an email case is one of the best features by far. Glad they adopted this. You may catch a typo at the last minute after you hit send and luckily can hit “unsend” and edit before fully resolving the case.

What does the company not do well?Seldom there are delays in receiving cases. The site’s functionality may appear to have bugs that need to be worked out depending on the web browser you use.The desk.com app could use a little more work in regards to user friendliness. It’s a little confusing to navigate if you are used to logging in and working from a desktop.

What about the company do you wish you had known before purchasing?That unless you are a full time agent, you are charged for your logged in time.

What does the company do well?Desk.com is a pretty intuitive platform but any time I’ve run into issues, their support team has been very responsive.

What does the company not do well?I’m sure my company is underutilizing the different tools available to us through Desk.com, which is mostly our own fault, but I don’t think I’ve ever received any unprompted outreach from Desk.com. They could likely do a better job of marketing their tools to and working with their existing customers to ensure they’re realizing the full value of the platform.

What about the company do you wish you had known before purchasing?I wish I’d known more about the integrations that are available through Desk.com. We utilize Salesforce as well and there seem to be some great integrations between the two platforms that I wasn’t aware of at first.

What does the company do well?Desk was very intuitive to set up and use. It was easy to add new teammates and have them start working right away. The search functions are robust, which is great if you rely on accessing archived tickets. The tagging system was, in my opinion, better than some competitors that use single reason code buckets.

What does the company not do well?My biggest complaint with Desk was the amount of downtime. When Desk goes down, our entire team would be unable to work and our SLAs would suffer. This happened with enough regularity that we had to switch platforms.

What about the company do you wish you had known before purchasing?I wish I would have known about their attention to failsafe planning to provide more consistent uptime. I also wish I would have known about backup strategies the company was deploying to provide relief when service is down.

What does the company do well?Desk.com is a great tool which is suitable for many small to medium business. They are very prompt is dealing with queries as a company and the software is very simple and easy to use.

With the API there are ways to integrate and enhance the solution.

What does the company not do well?We have had to write our own SLA Solution using the SLA as this is not built into Desk.com without using the Salesforce connection “Desk Connect”

What about the company do you wish you had known before purchasing?Would have liked to known about some of the limitations such as Company cases are read only in the portal to Company Admins, no SLA feature and Images in replies is a little clunky by using a URL Link.

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